Architect for change

We have a lot of tools in our toolbox and believe the best insights and strategies are connective - which is why we don’t limit ourselves to one kind of outcome or one way of thinking.

  • Insights from these studies impact product or service vision, product & feature definition, prioritization frameworks, feature design, usability, and your longer term product roadmap. Our work gives you a structure so you can understand your customer, user, or business and avoid spending time and money on the wrong things.

    We leverage:

    • 1:1 Interviews

    • Digital ethnography

    • Contextual inquiry

    • Focus groups

    • Surveys

    • Competitive analysis

    • Market research

    • Journey mapping

    • Personas and Persona Atoms

    • Product-market fit

  • Insights from these studies impacts a portfolio of products or a large scale program within your business or institution. Do this when you’re seeking a new direction in outcomes or process. We employ:

    • 1:1 Interviews with internal

    • 1:1 interviews with customers, end users, or service receivers

    • Participant co-creation

    • Ethnography and observation

    • Service design blueprints

    • Systems maps

    • Journey maps

    • Personas

  • We approach organizational effectiveness differently to help you navigate a changing, complex business ecosystem. If you need people working differently, overcoming the inertia of habit, or activating on innovation despite risk, we approach organizational design with systems thinking.

    Using service design and human-centered design approaches, insights from our work in organizational change impact how your team is structured, how teams align and cross silos, how you adapt to new technology or markets, and how you adjust your processes and culture to meet new challenges. We employ:

    • 1:1 Interviews

    • Contextual inquiry in your workplace

    • Workshops and collaborative work sessions

    • Surveys

    • Journey mapping

    • Service blueprints

    • Service design

    • Behavioral science

  • We take a deeply qualitative approach to public policy and public engagement, with most of our projects involving 1:1 interviews, contextual inquiry or some form of ethnography, and participatory research to uncover the deep why’s behind the numbers.

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Engagement by type

  • We’ll dedicate a number of hours per week to leading, training, advising, and helping grow your team, skills, programs, or operations.

    We have directed and led:

    • Design Teams

    • Strategy Teams

    • Research Teams

    • Entire Teams (CEO)

    A fractional engagement may also work best if you have ongoing, highly ambiguous work that does not fit a project-based engagement.

  • We partner with you to provide insights-based, evidence-backed recommendations for key decisions in product discovery, customer experience, program strategy, or organizational change.

    We work with you to match scope to value, ensuring you have just what you need to make the right decision quickly and confidently.

    See an example here.

  • We host a number of trainings in:

    • Human-centered design

    • Service design

    • Research thinking

    • AI strategy and Human-AI Experience

  • We will work with you to develop bespoke workshops for your product, program, or organizational change strategy and vision. These engagements are best when a service design or human-centered design approach is new to your organization and your primary need is stakeholder buy-in for a new process.

    You might want this if you have:

    • Lower ambiguity problems, where workshop participants would bring significant subject matter expertise

    • Need for collective buy-in and agreement on decisions or future directions

    • Low-risk projects

    • Need to make a case for a new process with service design or human-centered design

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